Bad service.. again and again

I have moved from a 4m line to a 10m line. My discount was not added. I have lodged a dispute and have phoned over 10 times. I get assured by each person that the dispute is escalated. But now have my service suspended because there is a backlog on people dealing with disputes. The fault lies with the companies incompetence. Why should i as the customer be pelalised? The service is terrible.